Courses Available Dealing With Difficult People Dealing With Victims Ethics-Based Decision Making Workplace Violence - Prevention & Prediction Workplace Bullying Negotiate Anything Teambuilding Leadership Workshop Suicide: Assessment and Intervention Advanced Presentation Skills   Dealing With Difficult People This course is designed to deliver an understanding of why difficult people act as they do and to provide you with tools for addressing those difficult situations. When you encounter a reasonable person acting unreasonably, there are several highly effective strategies for restoring the relationship to a productive and functional state. This course will give you the tools to control your own emotional responses and also show you ways in which you can manage the other person effectively. If you have frequent interactions with difficult people, this course is for you. This course can be structured to be delivered as any length from a 90-minute “Lunch and Learn” session, a 4-hour interactive training session, or a full 8-hour day. The full day session contains the following material while the shorter presentations are tailored to contain components from the course of specific interest to the client. Introduction - “Dealing with Difficult People” • Definition of conflict • How individual perceptions contribute to interpersonal conflict Three components to many conflicts • Issues • Positions • Interests This section underscores the need to avoid “positional” bargaining and focuses on identifying the other party’s interests - those things that are important to them. Different styles of conflict • The Competitor • The Accommodator • The Avoider • The Co-operator • The Collaborator Interactive discussion • How our individual mindset along with our perceptions can affect how we interact effectively or ineffectively Strategies to maintain professionalism in the face a difficult situation • Personal anger management tools • Tools for managing strong emotions in others • Differentiating between professional language and natural language Human tendency to make assumptions • Avoid making incorrect assumptions about the other person’s intentions. • Intention invention Theory of Social Influence • Predicting how others “may” respond in given situations • Ways to determine how another person will respond • Insights into how to avoid conflict from escalating Active listening skills • Theory behind why paraphrasing is effective • When to label another person’s emotion • How to use an effective empathetic response Soft skills • Summarizing • Use of silence during a conflict • Effective questioning techniques • Professional boundary setting of inappropriate behaviour • Specific verbal strategies for addressing the truly difficult person Strategies for defusing the highly agitated person • “Unrecommended” defusing strategies • Suggestions for addressing the highly emotional subject